We’re looking for a Business Customer Resolution Agent to join a multi skilled team supporting customers in the energy market. This is a varied, end to end role where you’ll take real ownership of customer accounts, investigate complex queries and play an active part in retaining and growing customer relationships.
You’ll work as part of a small, empowered customer pod, collectively responsible for a large portfolio of customers. Rather than handing customers between departments, you’ll support them at every stage of their journey, from account queries and investigations through to debt conversations, changes of tenancy and retention when customers move premises.
You’ll be trusted to make decisions that balance customer experience, commercial outcomes and compliance, using your judgement to deliver the right resolution first time.
Salary: £30,044 basic + Quarterly bonus up to 16% of salaryStart Date: 27th July (we will be unable to approve holidays within the first 6 weeks)Office location: 1 Waterfront Avenue, Edinburgh, Scotland, EH5 1SGWorking style: Office-based during training up to 6 weeks, with flexible hybrid / work from home options available post training. 2 office days per month is standard.Operating Hours: Monday-Friday, 8am-6pm (you will work 37hrs per week within the core operating hours).
What you’ll be responsible for:
Taking end to end ownership of customer accounts & complaints, managing queries and account events through to resolution
Investigating and resolving customer issues using multiple systems and information sources
Handling inbound and outbound contact across phone, web chat and written channels
Making sound decisions that deliver the best outcome for the customer and the business
Proactively managing debt, change of tenancy and retention conversations
Ensuring issues are fully resolved to prevent repeat contact and drive strong customer satisfaction
Managing workload effectively to meet speed to resolve and case completion targets
Keeping customer accounts accurate and up to date through account health checks
Working collaboratively within your team, sharing knowledge and best practice
Operating in line with quality, compliance and data protection requirements
What we’re looking for:
A strong customer focus with a genuine passion for delivering excellent service
Proven problem solving and investigative skills, able to handle complex account queries
Experience managing customer cases or accounts end to end
Confidence handling challenging conversations, including debt or sensitive issues
Excellent organisation and time management skills
A collaborative team player who shares ideas and supports others
Comfortable working across multiple systems with strong attention to detail
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